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Noble® IVR (interactive voice response) solution offers intelligent routing and automated responses to callers in order to meet customers¿ needs for instant information and rapid service 24 hours a day, 7 days a week. IVR technology with self-service features allows contact centers to enhance interaction with customers with fewer agent resources and lower costs. Noble¿s IVR solution is scalable, easy to set-up, and customizable for both inbound and outbound applications.
Provider
Alvaria
Located In
United States
Foundation
1973
Open API
Unverified
Deployment
Cloud, SaaS, Web-Based, On-Premise Linux, On-Premise Windows
Training
In Person, Documentation, Live Online, Videos
Support
24/7 (Live rep), Phone Support
Content Source: Alvaria CX Suite
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Alvaria CX Suite Reviews
Pros
The Noble Suite offers a great solution in many areas for our business. I love that Noble is always trying to get ahead of the needs and stay on an innovative track.
I appreciate knowing they are listening. I also appreciate the support we get from the Noble team.
Our experience has been good overall. Noble has been responsive to our needs.
With Noble Systems, you can manage your contact center (inbound and outbound dialing), it is a very good CRM solution and they have great customer service.
Cons
We had no such issues with our previous dialer. Maintenance is also a nightmare.
Its is a very frustrating system to learn initially, and it very expensive compared to other dialers.
Took me too long to finish and the page crushed, had to redo the whole thing.
Inability to schedule reports and export in a format we can use. Crystal viewer is the only platform which we cannot support.
"The easiest/most challenging contact center technology system"
Overall: I recommend the suite, their support is amazing since Noble Systems is a smalled company compared with their competitors and you will have the support that you require without the normal big company struggles from their competitors. The tools included in the suite are amazing and well designed, just analize if Noble is for you based on what you are expecting the suite to do. It works perfectly as the brain for your contact center, but it will not hold all your business logic within its core.
Pros: Very intuitive and easy to admin/setup for non-it personnel, they migrated the Maestro setup to a cloud based solution available in your browser (Harmony) which is a tremendous improvement at the user experience level. The design in the IVR is amazing; there is a lot of bandwidth available to customize your contact centers, the outbound IVR can save a lot of time with voicemails.
Cons: Regardless of their reliability and design, Noble is not the ideal tool for integrations and customizations. It an amazing suite of tools to work by themself, but when they need to be customized to handle a more complex logic there is not enough room to play with. Composer changed improving a little every year, but they is not a way to adapt the UI with advance HTML or CSS, it's a drag and drop tool with some room to be customized, but don't expect a full canvas for your creativity.
"Noble Solution Suite"
Overall: As with most organizations, "more with less" seems to be the standard. Noble's various AI products allow just that, especially in an environment that heavily regulates "Contact Attempt". Decision Science Technology ensures best time to call. Having the ability to engage multiple methods of communication is a requirement: SMS, Email, Web Chat; all part of Noble's suite of product.
Pros: Nearly all the product suite is proprietary, resulting in seamless integration. All Noble products tie to robust reporting and recording. For the very few requirements to engage other vendors to stack onto the Noble suite, Noble is wide open, meaning integration is possible.
Cons: Some of the product suite is extremely complex, meaning start to finish may require significant time. That said, the road map to full production is thorough and tested, to ensure end-user has a solid understanding of the product.
"Surprise Surprise and some more surprise"
Cons: It is just over rated dialer which has more bugs than the underground sewage system of Brooklyn. It is only going to give you surprises and more surprises of paying them more money year after year. You never own this product unless you pay them 5 year support fee and in case you end up extending your license by few seats then your five year will be counted from the new extension. I don't think it will even exist in the future. Avoid it and get some other expensive product.
"Long Term Partnership"
Overall: The Noble Suite offers a great solution in many areas for our business. I love that Noble is always trying to get ahead of the needs and stay on an innovative track. From WFM to Gamification and OmniChannel solutions, Noble has their hat in the ring and works with their business user community to build out and offer relative solutions. I appreciate knowing they are listening. I also appreciate the support we get from the Noble team. Our account manager and technical engineer know us and we have a great relationship. We get things done timely and even when things don't go the way we expect, we work through it to resolve. There is a good mix from them doing what Noble needs with what JM/SETF needs.
Pros: The software is relatively easy to use and adopt from an end user experience perspective. There is alot of built in flexibility that gives us options to implement the software to meet our specific business needs. From the design of the Composer screens to the ability to track and manage compliance, we can set it up the way it makes most sense to us.
Cons: With great power comes great responsibility. The software and its components are complex. Making it look easy to the end users requires a great deal of oversight and knowledge from our administration team. The most difficult part of managing the software is that there are so many components used to support the flexibility and keeping them all upgraded, patched for security and configured consistently across multiple servers is an ongoing challenge. Would like to work towards more of a release cadence and have the confidence to transition to more of a SaaS model.
"Alvaria Workforce Review - MCS Holdings"
Overall: In an NPS scale is a an 8
Pros: The functionality and capability to be agile. Visibility of the dashboards and reports
Cons: SLA's response to the issues. It takes a lot when you escalate issues
